Service Desk Analyst: IT Support & Incident Resolution

HCLTech

Melbourne (FL)

On-site

USD 45,000 - 79,000

Full time

30 hours ago

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Benefits offered by this job

401(k) retirement plan

Paid time off

Paid holidays

Medical, dental, vision

Job summary

HCLTech in Melbourne, FL is seeking a Service Desk Analyst to provide first-level technical support to end users, diagnosing and resolving hardware, software, and network issues. You will handle incidents via phone, email, chat, and remote tools, logging activities and ensuring timely resolution.

Candidates should have 2–3 years in IT help desk environments, strong communication, and familiarity with AD, Exchange, and ITSM tools.

Qualifications

Bachelor's degree or equivalent in IT/CS or related field.
Typically 3–4 years of university education after high school (B.Sc. or Diploma preferred).
2–3 years of experience in an IT Help Desk or Service Desk environment.
Experience providing phone-based technical support in a help desk or call center.

Responsibilities

Provide hardware, software, and network troubleshooting via phone, email, chat, and remote tools.
Log, track, and manage incidents and service requests using ITSM tools.
Diagnose and resolve technical issues through user interaction and testing.
Escalate complex issues to Level 2/3 and monitor progress to resolution.
Administer user accounts in Active Directory and Exchange mailboxes.
Support laptops, desktops, printers, and peripheral devices.